Totango Reviews & Product Details

I like Totango's interface and the weighted customer health, which is a great component. The automation of workflows is also a great plus if set up correctly, as it takes off the need for our CSMs to remember each task they have to do with every single client. The initial setup was very pleasant and I enjoyed it very much. Review collected by and hosted on G2.com.

The business model we have was very complex for Totango, I think it's more built for SaaS companies. Because we have different or multiple products, it was hard to visualize all of them in a way that would be easy to read. Instead, it would require clicking too many places to get to where you wanted to go. We tried using it with Looker but it didn't work out. Review collected by and hosted on G2.com.

What I like best about Totango is its clear, actionable customer health insights and the ability to set up automated success plays based on real-time usage and engagement data. It helps prioritize outreach by highlighting accounts at risk or ready for expansion, and its segmentation and task management features make it easy to coordinate follow-ups. The interface is also intuitive, which speeds up adoption across teams. Review collected by and hosted on G2.com.

One limitation I’ve noticed with Totango is that while it offers robust insights and automation, custom reporting and data visualization can feel a bit restrictive compared to more advanced BI tools. At times, integrating data from multiple sources also requires additional steps, which can slow down analysis. That said, these areas are continually improving with product updates. Review collected by and hosted on G2.com.

User-Friendly Interface: Clean design and intuitive navigation.

Custom Segmentation: Enables targeted engagement strategies. Review collected by and hosted on G2.com.

Limited Customer Journey/Project Management: Totango lacks robust tools for managing customer journeys as structured projects. While it offers milestones and tasks, they are not sufficient for tracking complex onboarding or success plans. This limitation makes it difficult to manage multi-phase initiatives or collaborate across teams.

Weak Integration with Project Management Tools: Integration with platforms like Asana, Jira, or Monday.com is either limited or unreliable, which hinders cross-functional workflows.

Account Hierarchy Constraints: Not ideal for organizations with complex account structures.

Reporting Limitations: Some users find the reporting features rigid or lacking depth.

Learning Curve: Initial setup and customization can be challenging. Review collected by and hosted on G2.com.

I like that my company can integrate all sorts of data into Totango, and use it for creating targeted email campaigns with near-infinite flexibility. This is a blessing and a curse. On the one hand the data piece is a Swiss army knife, and only limited by our data sources and imagination. On the other hand, it can get awfully complex very quickly. Review collected by and hosted on G2.com.

I would dearly love a table component in the text editor when designing a campaign. The current restriction of only three cells wide has caused me difficulty when formatting a particularly information-dense campaign.

Also, I can't seem to get imported, dynamic data into an email campaign (I think it's called an action card?) in anything other than a very large font.

It would also be very helpful to have data fields with multiple values. For example, my company sells one of our products in clusters. Some customers have more than one cluster. In Totango, we're limited to a single value in a field, when it would be great to be able to have a field like "cluster name" with values of "cluster1, cluster2, cluster3", and be able to parse those multi-values out. Review collected by and hosted on G2.com.

I really appreciate how organized Totango is and the ability to set my own tasks while being reminded by others. The functionality for task setting and reminders makes managing responsibilities smoother. The tracking feature, in general, is incredibly effective, simplifying the monitoring of key activities and communication. This organization and ease of tracking are immensely helpful for managing customer success tasks efficiently. Review collected by and hosted on G2.com.

I find Totango sometimes incoherent, as there are fields that appear in certain filters or pages but not in the main account overview. This inconsistency means I have to manually search for and update information like renewal updates or risk updates, which do not appear automatically on the account page. Consequently, I have to remember to manually update these on multiple fronts, which is inefficient. Review collected by and hosted on G2.com.

- I love that I can see my customer's health. I know which customers I need to spend more time with vs those who are in good condition.

- I like that I can easily see revenue tied to each customer and if its gone up or down. Review collected by and hosted on G2.com.

- Unlike a normal CRM, I find it difficult to track my touchpoints across all my accounts, I'd love if there were stages I could put my customers into so I can easily see when I last reached out

- I wish there was an easier way to log touchpoints from my emails. I find that if I email someone who isn't the main person on my customer profile, the email doesn't log :( Review collected by and hosted on G2.com.

I really like how seamlessly Totango integrates with Salesforce. Whenever you make an update in Salesforce, it automatically reflects in Totango, which I find incredibly convenient. I'm also a big fan of how user-friendly Totango is—since we rely on it throughout the day, its ease of use truly makes a difference. Compared to other customer success platforms I've tried, none have matched Totango's simplicity. Review collected by and hosted on G2.com.

If I were to offer any criticism of Totango, it would be that, despite its user-friendly design, navigation can occasionally be a bit confusing. Fortunately, these moments are typically resolved within seconds, and once you get past them, they rarely become an issue again. Still, if I had to mention something, that would be my only complaint. Review collected by and hosted on G2.com.

The Totango Team is very involved with the process, when running into issues they are more then willing to help resolve it anyway they can.

The tool itself is not perfect, but all the issues I've run into are resolved or on the roadmap to be improved. I think it's a great tool that's constantly being improved. In general it's easy to use and gives a good overview of your customers and the Tasks for your CSM's. Review collected by and hosted on G2.com.

For a lot of things you need to have Totango support help you, as and admin you can do a lot yourself but if issues get a little more complicated you have no permissions to fix anything.

In general the tool does require a bit of work. There is a pretty steep learning curve for the front end (building the SuccesBlocs) and the backend (Setting up fields/integrations). In general the tool is not as intuitive as I would like it to be. I think there could be some major updates on making things easier for users. Review collected by and hosted on G2.com.

One of the things I appreciate most about Totango is how closely they stay in tune with what’s happening in the Customer Success industry. They’re constantly evolving the platform to meet the real-world needs of CS leaders and teams, which makes a huge difference in our ability to drive value and efficiency across our workflows.

A standout feature is the newly introduced Objective Goals. I’m really excited about how these will help my team stay focused, aligned, and outcome-driven. It’s clear that Totango is thinking strategically about how to help CS orgs deliver results.

I also want to give a special shoutout to Rebecca and Melanie from their amazing support through our integration process! They've gone above and beyond to make sure our implementation is as strong and effective as possible. Their support, insight, and dedication have made a real impact on our success with the platform.

Totango isn’t just software — it’s a partnership. Their team genuinely wants to help you succeed, and it shows. Review collected by and hosted on G2.com.

Like any platform, Totango isn’t perfect. There’s a bit of a learning curve when you're first getting started, especially if you're building out more complex SuccessBLOCs or automation flows. It can take some time and trial-and-error to fully understand how to best structure things to match your team’s needs.

That said, the Totango team (especially their CS folks like Rebecca and Melanie) have been incredibly helpful and responsive, which has made the process a lot smoother. I’d love to see continued improvements in UI clarity and more in-app guidance for newer users, but overall, the platform continues to improve with each release. Review collected by and hosted on G2.com.

Totango has allowed our CS team to streamline and automate many of our processes that used to be manual. Our CSM was friendly, supportive, and knowledgeable. Their support team has responded quickly and helped address my concerns. I find the user interface intuitive and modern. I recommend that you begin with the basics and iterate. There are a lot of options and a lot of functionality which can get overwhelming if you try tacking it all at once. Review collected by and hosted on G2.com.

Totango has potential, but there are some aspects that can be frustrating for users. One of the major drawbacks is that the platform can be difficult to master without a dedicated technical administrator—many of its more powerful features require configuration knowledge that isn’t always intuitive. I’ve personally run into problems with email communications, such as when a contact was removed after an email send, and the intended recipient never received the message. While these issues were eventually resolved by Totango’s support team, it was still a frustrating experience and required external assistance to fix. The platform’s interface, although feature-rich, sometimes lacks clarity, making it harder for new users to navigate and troubleshoot on their own. Documentation also tends to be dense and not always actionable. Additionally, automations and customer journeys can be powerful but are often prone to unexpected behaviors if not precisely set up. Overall, Totango has potential, but the learning curve and occasional reliability issues can be a significant hurdle for teams without dedicated support. Review collected by and hosted on G2.com.